Customer Remediation Associate

  • location: Charlotte, NC
  • type: Contract
  • salary: $18 per hour
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job description

Customer Remediation Associate

job summary:
Job details

  • Responsible for supporting complaint resolution cases working customer escalated complaints for customer service (anything on consumer accounts - checking, savings, legal orders, etc)
  • Responsible for responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints requiring special handling and that may have been forwarded by the management committee members, agencies, and/or business chain of command.
  • Complaints received when a front line office files a complaint. Filters from complaint system into a queue where cases are then assigned out to agents
  • T his may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.
  • Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
  • Customers/cases that end up making it to these agents have already had an interaction at the bank level and are not satisfied with resolution
  • Examples: customer has an ATM dispute because they didn't get their money, or a customer gave a family member their pin number and the account was then "compromised" but their claim was declined because it was not technically fraud, or wire transaction complaint, or general account maintenance issues
  • Usually assigned 20 cases/person at any given time and each expected to resolve 2 cases/day
  • Agents will maintain full ownership of complaints from beginning to end
  • Not each complaint will look the same and there is no set process - use the tools in your tool belt to communicate with customer, research and remediate concern.
  • SLA turnaround time is to research and communicate a resolution to the customer within 10 days of receiving the case
  • Heavy investigation utilizing multiple systems to determine what occurred and ultimately come to a resolution
  • Resolutions provided via writing - no complaint is the same. Agents will have access to a verbiage bank/letter library with phrases and key responses to be utilized when providing responses - take from here to create letters
  • Responsible for following up on older cases and getting started on new cases - must maintain all cases each day
  • As they receive new complaints - this team is to investigate the concern, reach out to the customer to get up to speed on the issue, review their expectations, let them know you will get started, provide a timeline on when you will get back in touch and ultimately remediate their concern
  • Not much customer contact involved but some phone work required so strong customer service skills are key as they will need to take/make calls to speak with customers regarding updates or additional info needed
  • May communicate with others (including customers, merchants, clients, executives, agencies, regulatory/governmental representatives, bankers) to ensure resolution of matters.
  • In this role it is important that you work through the situation with the customer without being accusatory - build the relationship, understand what is wrong, what impact is this having on the customer, look at the issue objectively, consider all options for the customer
  • Will use various systems to gather case work and conduct research
  • Heavy documentation required for all calls/conversations/cases
Qualifications

  • 2-3 YRS + TOP NOTCH CUSTOMER SERVICE CANDIDATES WITH TENURE - FINANCIAL INDUSTRY IS A BENEFICIAL BUT NOT REQUIRED

    • Talent must also possess strong analytical skills, investigative skills, high level escalation & resolution, etc
    • Personal bankers, QA/QC, claims analyst, escalations talent could do well here
  • System oriented - ability to maneuver between various systems and screens
  • Skill sets

    • Polished, professional individuals that can provide white glove service
    • Empathy in writing/speaking to customer, communication skills, organization, time management and multitasking
    • Experience with handling difficult customers (EMOTIONAL INTELLIGENCE)
    • Critical thinking skills to determine root cause and decision making skills to resolve
    • Ability to work independently and self manage workload to meet deadlines
    • Self starter and self motivated
    • Quick learners, think outside the box and holistically about all areas the complaint touches
    • High attention to detail and high quality of work
  • Business writing is important

    • Analysts needs to hear what the customer has to say and put it into writing. Tell the story, beginning, middle, and end without going in circles.
 
location: Charlotte, North Carolina
job type: Contract
work hours: 7 to 3
education: Associate's degree
experience: 2 Years
 
responsibilities:
Job details

  • Responsible for supporting complaint resolution cases working customer escalated complaints for customer service (anything on consumer accounts - checking, savings, legal orders, etc)
  • Responsible for responding to and/or researching and resolving escalated, high dollar, or high profile inquiries and complaints requiring special handling and that may have been forwarded by the management committee members, agencies, and/or business chain of command.
  • Complaints received when a front line office files a complaint. Filters from complaint system into a queue where cases are then assigned out to agents
  • T his may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.
  • Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
  • Customers/cases that end up making it to these agents have already had an interaction at the bank level and are not satisfied with resolution
  • Examples: customer has an ATM dispute because they didn't get their money, or a customer gave a family member their pin number and the account was then "compromised" but their claim was declined because it was not technically fraud, or wire transaction complaint, or general account maintenance issues
  • Usually assigned 20 cases/person at any given time and each expected to resolve 2 cases/day
  • Agents will maintain full ownership of complaints from beginning to end
  • Not each complaint will look the same and there is no set process - use the tools in your tool belt to communicate with customer, research and remediate concern.
  • SLA turnaround time is to research and communicate a resolution to the customer within 10 days of receiving the case
  • Heavy investigation utilizing multiple systems to determine what occurred and ultimately come to a resolution
  • Resolutions provided via writing - no complaint is the same. Agents will have access to a verbiage bank/letter library with phrases and key responses to be utilized when providing responses - take from here to create letters
  • Responsible for following up on older cases and getting started on new cases - must maintain all cases each day
  • As they receive new complaints - this team is to investigate the concern, reach out to the customer to get up to speed on the issue, review their expectations, let them know you will get started, provide a timeline on when you will get back in touch and ultimately remediate their concern
  • Not much customer contact involved but some phone work required so strong customer service skills are key as they will need to take/make calls to speak with customers regarding updates or additional info needed
  • May communicate with others (including customers, merchants, clients, executives, agencies, regulatory/governmental representatives, bankers) to ensure resolution of matters.
  • In this role it is important that you work through the situation with the customer without being accusatory - build the relationship, understand what is wrong, what impact is this having on the customer, look at the issue objectively, consider all options for the customer
  • Will use various systems to gather case work and conduct research
  • Heavy documentation required for all calls/conversations/cases
Qualifications

  • 2-3 YRS + TOP NOTCH CUSTOMER SERVICE CANDIDATES WITH TENURE - FINANCIAL INDUSTRY IS A BENEFICIAL BUT NOT REQUIRED

    • Talent must also possess strong analytical skills, investigative skills, high level escalation & resolution, etc
    • Personal bankers, QA/QC, claims analyst, escalations talent could do well here
  • System oriented - ability to maneuver between various systems and screens
  • Skill sets

    • Polished, professional individuals that can provide white glove service
    • Empathy in writing/speaking to customer, communication skills, organization, time management and multitasking
    • Experience with handling difficult customers (EMOTIONAL INTELLIGENCE)
    • Critical thinking skills to determine root cause and decision making skills to resolve
    • Ability to work independently and self manage workload to meet deadlines
    • Self starter and self motivated
    • Quick learners, think outside the box and holistically about all areas the complaint touches
    • High attention to detail and high quality of work
  • Business writing is important

    • Analysts needs to hear what the customer has to say and put it into writing. Tell the story, beginning, middle, and end without going in circles.
 
qualifications:
If Qualified please respond with resume attached in MS Word format and email to bert.baloga@randstadusa.com to discuss further

Previous research remediation/complaint escalations & resolutions experience is REQUIRED!

This role sits ONLY in CHARLOTTE, NC!!!

Click To Apply

 
skills: Banking Operations
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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